Refund and Returns Policy

At idivia, our main objective is that purchasing decisions are easy, fast and totally transparent.

Because everybody can mistakes, there is the right to cancel and/or return your order without any reason or justification within 14 days, counting from the day you acquire physical possession or control of the Product(s). To activate this warranty, just contact us by email and we will activate all procedures for returning or canceling your order.

We highly recommend inspecting your order or items immediately upon receipt and prior to use. It is imperative to examine the product(s) upon arrival, as we may not be able to provide compensation for issues reported after a significant delay. Complaints will only be considered if submitted within 14 days of receiving the order. Please note that we cannot assume responsibility for product(s) that have been stored by the customer for an extended period.

In the event of a return, your right within the specified period is always guaranteed, and only the price of the purchased product(s) will be refunded. Please be aware that orders with the Free Shipping delivery option will incur a 20% reduction in the refunded amount based on the order value.

All return expenses are borne by the customer.

Returns can be facilitated through our designated carriers, and IDIVIA will provide a return label for your convenience. Please be aware that a return fee will apply based on the destination:

  • Mainland Portugal: €7
  • Islands (Azores and Madeira): €10
  • Other European Union countries: €13
  • Countries outside the European Union: €30

It’s important to note that orders with the Free Shipping delivery option, which cannot be delivered due to reasons beyond the control of IDIVIA or the courier, will incur a deduction of 20% from the order value. Additionally, any import taxes imposed by customs (either in the origin or destination country) are the full responsibility of the customer.

In case of return by standard mail, the customer must confirm with the local post office the shipping methods and associated costs. We always advise you to use a Registered Airmail method. In these cases, the customer will be responsible for ensuring that the order arrives at our warehouses in good condition.

Important: For returns outside the European Union, if you do not use the method of return available from IDIVIA, may be subject to tariffs by the Portuguese authorities. In these cases we will not collect/release the order, and it will be automatically returned to the customer.

Procedure for activating returns and exchanges:

  • Contact us or send us an e-mail to [email protected] stating the intention to exchange or return the product(s) (the deadline for requesting the exchange or return of the products is 14 days after the date of the physical reception of the order);
  • Mention the Order No.;
  • Mention the reference(s) of the product(s) you want to exchange and/or return and send some photos of the each product that you want to exchange and/or return;
  • On our part, we will respond within a maximum period of 2 working days via e-mail, where we will confirm receipt of the return request and inform all the important data for the return of the product(s), as well as we will send the return label if we already have all the information available for it.

As soon as the order arrives at our facilities:

  • We will analyse the product(s) within 5 working days;
    • It is very important that:
      • Wait for our e-mail with the return data and keep the product(s) in the same conditions received in order to return it;
      • The product must be presented as new, sealed, in its original packaging, including cellophane or protective labels (if any);
      • If the product box is unsealed, the product packaging or any other use protection must be kept intact;
      • You must ensure that all attached components are followed along with the product: samples, gifts, package insert, among others, respecting the original shipping conditions;
      • Please preserve the invoice, bearing in mind that a copy of the invoice may need to accompany the return of the product/order.
  • If you have respected all the above points, we will refund your order within a maximum period of 14 days;

In the case of product exchanges, the cost of shipping the replacement(s) is the customer’s responsibility.

If the points above are not fulfilled, the return may be refused.

Need help?

Contact us at [email protected] for questions related to refunds and returns. At IDIVIA, our main goal is your total satisfaction, and we are always happy and ready for assist you.